"Mochrie, Paul" <Paul.Mochrie@vancouver.ca> To: - PDF document

From: "Mochrie, Paul" <Paul.Mochrie@vancouver.ca> To: "Direct to Mayor and Council - DL" <CCDTMACDL@vancouver.ca> CC: "City Manager's Correspondence Group - DL" <CMCG@vancouver.ca> Date: 12/14/2017 12:35:41 PM Subject: Presentation - Vancouver Services Review Attachments: VSR Update Presentation.pptx Hello Mayor and Councillors, I am writing for purposes of sharing the attached presentation summarizing the work of the Vancouver Services Review. We recently received a request for this information. As you may recall, you received a briefing on this topic in March of 2016. However, the slides from that briefing were not published externally. The attached deck reflects the substance of the 2016 briefing, with a few minor redactions of content that was intended for Council’s information and not public release. The information in the attached slides is not confidential and can be shared. Please let me know if you have any questions. Many thanks, Paul Paul Mochrie | Deputy City Manager City of Vancouver | 453 W 12 th Avenue Vancouver | BC V5Y 1V4 604.873.7666 | paul.mochrie@vancouver.ca CONFIDENTIALITY NOTICE: This message and any accompanying documents contain confidential information intended for a specific individual and purpose. This message is private and protected by law. If you are not the intended recipient, you are hereby notified that any disclosure, copying or distribution, or the taking of any action based on the contents of this information, is strictly prohibited.

VSR UPDATE March 2016

Council Request 2015 THAT Council direct staff to report back on the status of the Vancouver Service Review, including: 1. An estimate of savings achieved 2. A summary of work outstanding and 3. Recommendations to update and refresh the program • With appropriate input from city unions • To focus on longer-term transformational strategies the city could take to ensure Vancouver remains a leader in innovative delivery of public services

Agenda • Council Request • Background • Summary of Work Completed • Estimate of Savings Achieved • Summary of Work Outstanding • Future Program Recommendations

BACKGROUND

Background - Vancouver Services Review • The Vancouver Services Review (VSR) was launched by City Council in 2009 in order to implement a comprehensive core services review for the City of Vancouver • The VSR is a Program Management Office that manages complex cross departmental, strategic transformation projects for the City • The initial mandate focused on Shared Services and Consolidation • Achieve cost savings and reduce redundancy in key support services through shared services consolidation • The focus evolved after 2012 to focus increasingly on Investment and Transformation projects

Background - Program Goals The overall goal of the VSR program is to drive strategic transformation across the City of Vancouver Standardize - Standardize policies and procedures • Consolidate and Remove Duplication – Reduce silos, • achieve economies of scale, remove redundancies Cost Savings – Achieve cost savings • Service Responsiveness - Increase responsiveness and • accountability to citizens and colleagues, enhance e-business Strategic Investment - Leverage existing investments both • physical and technological to maximize usage Increase Revenue - Improve existing or create new revenue • streams Knowledge Transfer - share and transfer knowledge across • the organization

SUM UMMAR MARY Y OF OF WORK CO COMPLETE MPLETE

Sample of Completed Projects 2009-2015 Between 2009-2015 the VSR has implemented the following programs  Multi-Family Organics &  Parks and Works Consolidation Integrated Recycling  Attendance Management  Oil Spill Recovery  Simple Permits Online  Digital Strategy  Web Rede devel velop opme ment nt  Asset Management  Information Technology Shared Services  Financial Services  Bylaw Adjudication  Library and Archives Phase 1 (Capital Plan approval)  Service rvice Ration onalization: zation: Sanita tation tion  Electronic Pay Notification  Strategic Procurement and  One Card Procure to Pay  Communication Shared Services

Supply Chain Management  STRATEGIC TEGIC Procurement • OVER ER 98% of procurement completed via competitive bid  Centralized SUPP PPLY LY CHAIN IN MANAGE GEMENT MENT  Standardized WAREHOU REHOUSI SING NG functions

Solid Waste  Consolidated SANITATI TATION services  Implemented ORGANI ANICS CS PROGRAM OGRAM for 100% of City- serviced multi- family buildings  INTEGRA EGRATED TED RECYCLING CYCLING initiatives (MMBC)

Customer Services  Issued 156,000 ONE E CARD RDS  Streamlined PARKI RKING G TICKE KET process  84 % of Dog Licences ONLINE INE

 Launched a new and innovative VANCOUVER. COUVER.CA CA  Moved ONLINE INE Dog and business licenses, security alarm and residential parking permits  Created a DIGITAL ITAL STRATEGY TEGY

Finance  Produced City’s first 10 10-yea year STRATEGIC TEGIC CAPITAL ITAL OUTLOOK LOOK  STREAMLINED EAMLINED Procurement and Accounts Payable  Consolidated FINANCIAL ANCIAL SERVICE VICES  2014 created first comprehensive BUDGE DGET T & S SERVICE RVICE PLAN

Summary of Work Complete - Benefits ✔ Consolidated Facilities Management deployed a centralized work control centre ✔ With implementation of Epay system, by 2013 we had saved over 6,500 kgs of paper and 122 trees with 98% of the workforce participating ✔ Track HUSAR inventory within SAP ✔ 1n 2013, department piloted a stay-at-work/early return to work approach in Park Board that supported a 16% reduction in absenteeism in one year . Now being implemented in Engineering Services ✔ Developed a long-term plan for City- owned buildings’ major system repair and building replacement underway ✔ Completed condition assessments for approx. 500 City-owned buildings and completed industry-standard visual screening for 90% of the city’s buildings built prior to 1990

Background - Partnerships • The VSR collaborates with other project offices to deliver benefits VSR BUSINESS RESULTS

Estimate of Savings Achieved 2010-2013: 2014-2015: Shared Services and Consolidation Investment and Transformation $60M $3M In 2014, due to the shift in focus from Shared Services/Consolidation to  Investment And Transformation, the decision was made to discontinue the cumulative savings calculation for Projects that had commenced under the Shared Services and Consolidation theme.  Moving forward, from 2014, the calculation was reset to reflect savings achieved under the theme of Investment and Transformation.

SUM UMMAR MARY Y OF OF WOR ORK OU OUTS TSTAN TANDING DING

Sample of Open Projects 2016 The VSR is currently implementing the following programs:  MMBC  Engineering PMO & OQM  Central Dispatch  Not for Profit Leasing  Warehousing Inventory Management  Permits and Licenses  Parks Review  Legal Services  Consolidated Facilities  Filming and Special Events  Trans Mountain Pipeline  ActiveNet Registration System  Oil Spill Ci vic Theatres Revitalization  Ci Phase 2

Multi-Material BC • Avoided fleet investments and rising program costs • Reinvested in high priority areas of street cleaning • Goal to redeploy existing resources

Permits and Licences • Consolidated, customer focused Development and Building Services Centre for P&L • 70% of 23,000 trade permits are done online • 100% of inspections are mobile

Civic Theatres • Yielded over $1.4M in additional revenue • 187% increase in Net Income, PCI compliance, Risk Reduction and SOP’s • Vendor WiFi, Addressed 2002 Audit, Digital Menu Boards

Lessons Learned: • Improved benefits realization plan for projects • Improved engagement and approach with business • Learned to phase projects in manageable segments • Improved engagement with union (e.g. ensuring both elected officials and business representatives are informed) • Improvement needed in project selection and prioritization • Awareness of need to limit active projects in one department • Improvement of sustainment plans needed